Elevating the Customer Experience

IBS led the effort to consolidate the call/contact center of the outsourced SmarTrip call center with the in-house Customer Service call center.  The consolidation effort involved an in-depth review of WMATA call center operations, including assessment of call center systems (enterprise Interactive Voice Response (IVR) system, integrated applications, self-service requirements), performance and CIPs assessment, and workforce reviews.  This consolidation project included the development and implementation of a performance management program and an interactive training program uniquely designed for WMATA’s combined call/contact center operations.  WMATA's Customer Service call center is now the exclusive handler of all SmarTrip contacts.

The next phase of the call center consolidation project involves the implementation of a state-of-the-art cloud Contact Center as a Service (CCaaS) enterprise solution.  This will involve the implementation of a natural language IVR system, omni-channel services, integrated business applications, and robust operational dashboards providing visibility on the call center operations.  The consolidation project's main objectives are to enhance the customer experience by leveraging new call center technologies.